Delay Repay compensation

We know how frustrating train delays can be, and we do our best to keep you moving. But if you’re delayed by 15 minutes or more, you may be entitled to compensation.

What is Delay Repay?

Delay Repay is a national scheme that train companies use to compensate you for unexpected delays and cancellations.

You’re entitled to compensation for any delay or cancellation that causes you to arrive 15 minutes or more behind schedule, except where delays have been caused by planned engineering works or any other planned timetable alteration such as a revised timetable.

Donate your Delay Repay

We have set up a new partnership with both Samaritans & Railway Children, following customer feedback, giving you the option to donate to either cause if your train is delayed for 15 minutes or more.

We have chosen to partner with these organisations as they support mental health and young people, two key focus areas for us. 100% of the funds raised by passengers will go to ensuring that Samaritans and Railway Children can continue their life-saving and life-enhancing work.

How to claim Delay Repay

You need to apply for compensation online or by post within 28 days of your delayed journey. We’ll respond to your claim within 20 working days, however unless there has been a period of disruption you should hear back from us within 5 days.

Applying online is quick and easy, and you can create an online account to store your details for future visits.

To complete the online or printed form, you’ll need proof of travel. Valid proof of travel depends on what type of ticket you have.

Paper ticket

Your original ticket

A ticket receipt, if you no longer have your ticket

A scan or photograph of your season ticket and photocard

Key smartcard

Your key smartcard number (shown on the front of your card)

Smartcard from another train company

Your smartcard number

A receipt or booking confirmation showing details of the tickets held on your smartcard

Oyster season ticket

A receipt showing the date of purchase, the price you paid and the zones covered by your Oyster card

Oyster pay as you go or contactless payment

A printout showing where you touched in and out and the cost of your journey

You can get detailed information about your Oyster and contactless journeys from your account page on the TfL website

Please note that each individual traveller must submit their own delay repay claim (unless it is for a child or under mitigating circumstances - more information here). If you submit multiple claims for the same journey these will be declined and will add a delay to you receiving any compensation due.

All claims are checked and verified. Great Northern reserves the right to prosecute fraudulent claimants. Claims must be made by the person who experienced the delay except under mitigating circumstances.

If you have a season ticket

We’ll calculate your compensation by working out the value of each single
journey your ticket covers:

an annual season ticket covers 464 single journeys

a six-monthly season ticket covers 240 single journeys

a quarterly season ticket covers 120 single journeys

a monthly season ticket covers 40 single journeys

a weekly season ticket covers 10 single journeys

So if you're delayed by:

15-29 minutes you're entitled to 25% of the cost of a single journey

30-59 minutes you're entitled to 50% of the cost of a single journey

60-119 minutes you're entitled to 100% of the cost of a single journey

120+ minutes you're entitled to 100% of the cost of a return journey (a full day’s travel)

If your commute has been consistently delayed by over 30 minutes, you may
be entitled to enhanced compensation.

If you have a day ticket

If you're delayed by:

15-29 minutes you're entitled to at least 25% of the single fare paid, or if you bought a return ticket at least 25% of the fare paid for the affected portion

30-59 minutes you're entitled to at least 50% of the single fare paid, or if you bought a return ticket at least 50% of the fare paid for the affected portion

60-119 minutes you're entitled to 100% of the single fare paid, or if you bought a return ticket at least 50% of the fare paid

120+ minutes you're entitled to 100% of the cost of the fare paid whether it was for a single or return journey

The full range of repayment options available through the online
claim form is:

Amazon account balance (you must have an Amazon account)

Electronic bank transfer (BACS)

E-voucher (you must have an online account with us)

PayPal (you must have a PayPal account)

Credit or debit card (we are currently unable to process MasterCard and AMEX repayments)

National Rail vouchers

The online form is the most secure way for us to receive your payment
details. We can’t accept financial information by post, so the repayment
options are more limited.

We now offer compensation payment to your Amazon account. Select Amazon account balance in the repayment options and sign in to your account. To do so login and grant access using your amazon email address. You have the option to associate these details with your Great Northern account to speed up this process in future. Once your claim is processed we will reimburse your Delay Repay claim directly into your Amazon account balance.

National Rail vouchers can be used as payment (or part payment) towards
any National Rail ticket, including season tickets. You can also exchange
National Rail vouchers for cash at any Gatwick Express, Great Northern,
Southern or Thameslink ticket office, as long as they were issued by one of
these four train companies.

National Rail vouchers and E-vouchers are valid for 12 months.

If you are a Season Ticket holder, you may be entitled to claim enhanced compensation. Enhanced compensation may be available if your journey is delayed by 30 minutes or longer for 12 days or more in a reporting period.